HomeMy WebLinkAbout(3) SERVICE ZONE JOBSINTEROFFICE MEMORANDUM
TO:
FROM:
SUBJECT:
DATE:
STEVE FITZGIBBONS, CITY MANAGER ~t~ 0_
PAUL BROWN, PLANNING DEPARTME~ ~
SERVICE ZONE JOBS
APRIL 11, 2002
Finding enough qualified individuals is the major challenge facing the Service Zone operation in
Port Arthur, manager Roger Shillow said. That difficulty is increased by the company's plane to
relocate thi~ summer fi:om its temporary facility to the new building on FM 365.
For every 200 employees hired, the company has received aborn 1,300 applications. Shillow said
he is buried in the task of lining up enough qualified people to hire for the new facility. Those
hires will include entt~-levet positions and some managemem positions.
Curremly, about 340 employees work at Service Zone's temporary location in Jefferson City
Shopping Center. The company's new facility is expected to open in June, at which time about
300 additional employees will be needed to fill the 600-telephone stations in the building
Entry-level employees, referred to as "agents," start at $7.75 an hour with a 25-cent raise after 90
days and another 50-cent raise atter six months, Mr. Shillow said. The company has three types
ofmanngement positions - coaches and trainers whose salaries range from $25,000 to $37,000
depending on experience and sponsors, who make between $37,000 and $50,000 a year, based
on experience.
Mr. Shillow said about 95 percent of his current management employees were promoted from
agent positions here in Port Arthur. He speculated that about 60 percent of his employees lived
in Port A~hur, although he cautioned that he wa~ not certain of the actual percentage.
Ira McNeil, of the Southeast Texas Workforce Center, said his agency has worked closely with
Service Zone, Lamar State College-Port Arthur, Port Arthur.corn and other concerns in an effort
to adequately lxepare people to qnalify for the technical call-answering jobs.
Mr. McNeil said the Texas Workforce Center refers people to submit applications to Service
Zone where they are given a minimum skill or aptitude test. If they pass the test, they enter the
Service Zone hiring procedure. If they fail the minimum test, Service Zone refers them to
Lamar-Port Arthur for training.
At Lamar, a five-week course is available through a program designed for Service Zone and
funded by a skill developmem grant. Once individuals complete the course, they return to take
the computer-competency test at Service Zone.
Mr. Shillow said that of every 16 graduates f~om the five-week course, usually about 12 pass the
minimum skill test. Then, of those 12, about three or more fail the drug-screening test the
company requires. That represents about a 56.3 percent success rate, he said.
In addition, students can take regnlar computer classes at Lamar-Port Arthur that will prepare
them to qualify for the basic Service Zone jobs.
Mr. McNeil said TWC is challenged to find the space and location for additional training efforts.
He said portarthur.com has a good training programto which many individuals are referred. The
agency is looking to partner with other organizations or programs with available space and
equipment to provide training in places that require less travel time and distance for many of the
Po~t Arthur residents.
Mr. McNeil and I have discussed a combined effort between TWC and the newly recognized
Port Arthur Weed and Seed Program to provide basic and intermediate computer training in the
W&S target area (Woodworth to Houston; 19~ St. to the ship canal). As we prepare budgets for
our separate programs, we intend to coordinate our efforts to reach as many people as possible
with our limited funds.
Service Zone contracts with computer manufacturers to provide technical assistance by
telephone for customers with problems or questions. Employees at the call center answer
telephones and provide information to callers. It is not a telephone sales or marketing operation.